"Positive in some aspects but not others."

About: Queen Elizabeth Hospital (Birmingham)

What I liked

I have been an outpatient at the QE since October 2010. I was referred after getting symptoms linked to MS. I was looked after brilliantly when I had a lumbar puncture carried out recently and I have already contacted the hospital regarding this. I have had 2 MRI scans and again, the staff were excellent and very attentive.

What could be improved

Waiting times!!! 8 months after my first visit and 3 tests later I have been diagnosed this week with MS. I had to wait almost 5 weeks for a letter confirming my diagnosis and have now been told I have to wait 6 weeks to see the consultant to discuss my results. I had to involve my surgery in my attempt to get my results and again I have pleaded with them to help me be seen quicker as I am now in limbo! I have 3 young children and I need to know what stage MS I have. I know that other patients are given far worse and life changing results but for me, the last 8 months has been a total nightmare not to mention for my famlily as well. Its not very nice to be told you have lesions on your brain but then have to wait 6 weeks to be given more information. Surely a better system could be implemented but maybe I am being naive.

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Response from Queen Elizabeth Hospital

Thank you for taking the time to provide feedback on your experience at the Queen Elizabeth Hospital. We value all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

We are very pleased that some aspects of your experience were very positive. It is a real morale boost for staff to receive feedback like this from patients. It means such a lot to know that the hard work, dedication and commitment of our staff is recognised and valued in this way.

It concerns us however that your experience regarding the wait you have had for your test results and diagnosis has not been so positive. The Neurology Service managers and other senior trust management colleagues have been made aware of your comments and the distress this has caused you. Without having access to your individual records it is difficult to address the issues raised about the length of time you have had to wait as there could be a variety of factors that have contributed to this. If you would like us to look into this in more detail for you please contact our PALS team who will be happy to assist. (details below). On a positive note the trust is currently recruiting new neurologists which we hope will keep waiting times to a minimum for patients in the future.

If you would like further information or require any other support whilst using services at our hospital please contact the Patient Advice and Liaison Service who will be pleased to assist. You can contact them by phone 0121 371 3280, by email PALS@uhb.nhs.uk , via the hospital website http://www.uhb.nhs.uk/pals-form.htm or in person by dropping in between 10am-4pm (Mon-Fri) to the PALS office located to the left of the Information desk inside the Main Entrance of the new QE hospital.

Thank you again for taking the trouble to give feedback on your experience

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